To help BMW Financial Services (GB) Ltd investigate and try to resolve your complaint, please provide the following information:

your name and address; your policy number, if you have one; details of how we can be contacted; a clear description of your complaint; details of what you would like done to rectify the situation; and if appropriate, copies of any relevant supporting documentation.

BMW Financial Services (GB) Ltd procedures.

The aim is to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

- within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them, keep you updated on the progress of your complaint.

Within 8 weeks of receiving your complaint, BMW Financial Services (GB) Ltd will either: write to you with a final response and the reasons for providing this response, or explain why BMW Financial Services (GB) Ltd are not in a position to give you a
final response and let you know when we expect to be able to provide it and in each case provide you with the contact details for the Financial Ombudsman
Service.

Step 2

What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.